Principles Of Key Account Management #ICCA12 MONDAY 22/10/2012

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Presentation held at the 51st ICCA Congress which took place in San Juan, Puerto Rico from 20 - 24 October 2012. For more information on ICCA please visit www.iccaworld.com.

Presentation held at the 51st ICCA Congress which took place in San Juan, Puerto Rico from 20 - 24 October 2012. For more information on ICCA please visit www.iccaworld.com.

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  • 1. Principles of key account management Hans Rissmann, OBE, CEO Edinburgh International Conference Centre (EICC), United Kingdom hans@eicc.co.ukMonday, 15 October 12
  • 2. Monday, 15 October 12
  • 3. Monday, 15 October 12
  • 4. Involving People, the EICC approach to key account managementMonday, 15 October 12
  • 5. Monday, 15 October 12
  • 6. Monday, 15 October 12
  • 7. Monday, 15 October 12
  • 8. Monday, 15 October 12
  • 9. Monday, 15 October 12
  • 10. Monday, 15 October 12
  • 11. Client Relationship ManagementMonday, 15 October 12
  • 12. Client Relationship ManagementMonday, 15 October 12
  • 13. Monday, 15 October 12
  • 14. Monday, 15 October 12
  • 15. Monday, 15 October 12
  • 16. Monday, 15 October 12
  • 17. Monday, 15 October 12
  • 18. Monday, 15 October 12
  • 19. “ Tell me and I forget, teach me and I remember. Involve me and I will learn” Benjamin FranklinMonday, 15 October 12
  • 20. e Client PipelineMonday, 15 October 12
  • 21. e Client PipelineMonday, 15 October 12
  • 22. Monday, 15 October 12
  • 23. + Accountability + Task( ) = Involvement ownership Client Delight & Customer RetentionMonday, 15 October 12
  • 24. Monday, 15 October 12
  • 25. “ Be a yardstick of quality. Some people aren’t used to an environment where excellence is expected” Steve JobsMonday, 15 October 12
  • 26. Monday, 15 October 12
  • 27. frame work Exce llenceMonday, 15 October 12
  • 28. Monday, 15 October 12
  • 29. Investor in People - Human Resource Management standard - UKMonday, 15 October 12
  • 30. Monday, 15 October 12
  • 31. Hospitality Assured Meetings - service standard for the meetings industry - InternationalMonday, 15 October 12
  • 32. Monday, 15 October 12
  • 33. ISO14001 - Environmental management standard - InternationalMonday, 15 October 12
  • 34. Monday, 15 October 12
  • 35. Green Business Tourism Gold award - Tourism industry environmental operation standard - UKMonday, 15 October 12
  • 36. Monday, 15 October 12
  • 37. ISO 9001 - Quality assurance - InternationalMonday, 15 October 12
  • 38. Monday, 15 October 12
  • 39. Monday, 15 October 12
  • 40. Monday, 15 October 12
  • 41. Excellence through People - Hospitality industry Human Resource Management standard - UKMonday, 15 October 12
  • 42. Monday, 15 October 12
  • 43. Monday, 15 October 12
  • 44. Monday, 15 October 12
  • 45. “ Creativity comes from a conflict of ideas” Gianni VersaceMonday, 15 October 12
  • 46. Monday, 15 October 12
  • 47. Cross Functional TeamworkMonday, 15 October 12
  • 48. Monday, 15 October 12
  • 49. “ A business has to be involving, it has to be fun and it has to exercise your creative instincts” Sir Richard BransonMonday, 15 October 12
  • 50. Monday, 15 October 12
  • 51. Monday, 15 October 12
  • 52. Monday, 15 October 12
  • 53. “Business excellence is easy - all we have to do, is turn our backs on mediocrity”Monday, 15 October 12